Levels of Violent Behavior
Violence exists on a continuum, from verbal abuse to physical assault
to homicide. The escalation from verbal abuse to physical assault can
occur quickly. Recognizing the levels of violent behavior is key to
preventing violence.
Early Signs of Stress
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Disorganized behavior
Heightened anxiety
Change from usual behavior (such as a talkative person suddenly
becomes silent)
Personality magnification
Mid-Level Signs of Stress
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Questioning, skittish
Refusal
Verbal release
Intimidation/belligerence (making threats)
Agitation; becomes defensive whenever someone comes near
them; speaks in raised voice; uses rapid speech; uses body
language that includes a tightened jaw, tense posture, clenched
fists, increased activity (such as pacing)
High-Level Signs of Stress
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Recurrent suicidal threats
Recurrent physical fights
Destruction of property
Utilization of weapons to harm others
Commission of murder, rape and/or arson
De-Escalating Potentially Violent Situations
There are some things we can do in our daily interactions with people
to de-escalate potentially violent situations.
1 1. Position yourself so that the other person cannot block
your access to an exit. Don't invade the individual's
personal space. A good distance is three to six feet
away.
2. Project calmness; move and speak slowly, quietly and
confidently.
3. Be an empathetic listener by encouraging the person
to talk and listen patiently and seriously. It is often
helpful to use the other person's name when you
respond. Do not reject all of his or her demands at the
start. Do not speak while the person unloads. Wait for
him or her to wind down.
4. Focus your attention on the other person to let them
know you are interested in what they have to say.
Don't pose in challenging stances - standing directly
opposite, hands on hips, arms crossed, in physical
contact, pointing fingers or with long periods of fixed
attention. Take notes, ask open-ended questions and
reconfirm the details.
5. Maintain a relaxed yet attentive posture and position
yourself at a right angle, rather than directly in front
of the other person. Maintain intermittent eye contact
(careful, a fixed stare can be considered threatening)
and don't make sudden movements that can be
interpreted as threatening.
6. Acknowledge the person's feelings. Indicate that you
can see he or she is upset. Don't challenge, threaten
or dare the individual; don't belittle the person or
make him or her feel foolish. Don't criticize or act
impatiently toward the agitated individual.
7. Ask for small, specific favors, such as asking the
person to move to a quieter area. Don't attempt to
bargain with a threatening person.
8. Establish ground rules if unreasonable behavior
2 persists. Calmly describe the consequences of any
violent behavior.
9. Use delaying tactics, which will give the person time to
calm down. Offer a drink of water (from a paper cup).
10. Be reassuring and point out choices. Break big
problems into smaller, more manageable problems.
Don't try to impart a lot of technical or complicated
information when emotions are running high.
11. Accept criticism in a positive way. When a complaint
might be true, use statements like you're probably
right or it was my fault. If the criticism seems
unwarranted, calmly ask clarifying questions.
12. Ask for the other person's recommendations. Repeat
back what you feel is being requested of you. Don't
make false statements or promises you can't keep.
13. Be aware that anything in the room can be used as a
weapon.
One of the most important things to remember is that if a person's
behavior starts to escalate beyond your comfort zone -- DISENGAGE.
Responding when a Violent Situation Occurs
1. Establish personal safety. Face the individual (never
turn your back), but stand well away.
2. Know where all emergency call buttons are located
and keep it in reach.
3. Follow the intervention policies at your organization.
Establish safety for people in the work area
(employees, customers and visitors).
4. Call Security for help -- or call local law enforcement if
there is no on-site security.
3 Know and Use Your Resources
1. Employee Assistance Program
At the first indication that an employee is having
personal or work related issues, direct them to an
Employee Assistance Program.
2. Security/Public Safety
Make sure they are aware of a person behaving
erratically. They can provide escort service, patrolling
officers, and non-violent intervention. Can contact
local law enforcement when necessary.
3. Community Resources
For employees who may be involved in domestic
violence, you may direct them to the Council on
Domestic Abuse (see list of resources).
4. Chain of Command
Keep your supervisor in the communication loop. The
supervisor needs to be aware of potentially violent
behavior on the part of employees. They need to
follow through with Human Resources in the case of
employee-initiated violence.
5. Workplace Violence Policy
If you have a policy, be aware of your responsibilities
under the policy and make your employees aware of
their responsibilities; communication is key.
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